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Jerry James

@jerryjames2

Senior IT Project Manager at Volvo Group North America who delivered infrastructure projects across 17 locations while maintaining 99.9% uptime.

United States

Message

At Volvo Group North America, I managed onsite IT and infrastructure across 17 locations, supporting 3,000+ users while maintaining 99.9% system uptime. I was the primary IT Project Manager for Armis, SCADA, and Zabbix systems spanning IT and OT networks, and introduced Agile practices across three plant environments.

At NASA Jet Propulsion Laboratory, through The 1901 Group, I launched and managed a 24/7 Service Desk and led more than 100 on-site and remote technicians. Earlier, I served 21 years in the U.S. Navy, supervising teams responsible for computer systems, communications, and classified systems.

Experience

Work history, roles, and key accomplishments

Manager Onsite IT and Infrastructure and IT Projects

Volvo Group North America

Feb 2022 - Jun 2025 (3 years 4 months)

Managed onsite IT and infrastructure across 17 locations, supporting 3,000+ users and maintaining 99.9% uptime. Led IT projects for plant systems, including Armis, SCADA, and Zabbix, and introduced Agile/SCRUM practices.

Senior IT Project Manager / Major Problem Coordinator

Volvo Group North America

Mar 2019 - Feb 2022 (2 years 11 months)

Managed IT projects and vendor contracts for a $400 million facility expansion. Served as Major Problem Coordinator for Priority 1 incidents and implemented IT/OT modernization including SCADA and AI systems.

IT Project Management Vendor Management Infrastructure Design Network Planning System Integration SCADA IT OT AI Data Analysis Incident Response Problem Management Agile Waterfall Microsoft Project Jira ServiceNow

Service Desk Operations Manager / JPL Service Desk Project Manager

The 1901 Group

Nov 2017 - Jan 2019 (1 year 2 months)

Launched and managed a 24/7 Service Desk for NASA Jet Propulsion Laboratory, overseeing over 100 agents. Led migration of knowledge base and ticketing to ServiceNow and managed SLAs/KPIs for federal and commercial clients.

Service Desk Management ITIL SLA KPI Management ServiceNow Call Center Operations IVR RCA Change Management Incident Management Team Leadership Vendor Management

Executive Director / Major Project Manager / Business Development Manager

Bluefield State College

Jun 2005 - Oct 2017 (12 years 4 months)

Led executive operations, facilities, vendor contracts, and grant-funded programs. Turned a financially challenged 501(c)(3) organization from a $60K loss to over $4M in yearly income and managed commercial facilities.

Executive Leadership Operations Management Facilities Management Vendor Management Grant writing Project Management Business Development Budget Management Strategic Planning

Various Leadership in Operations, Technical, and Military Roles

US Navy, Virginia Tech, Smart Solutions, TerraVault, and Rel

Dec 1973 - Jun 2005 (31 years 6 months)

Directed IT, infrastructure, facilities, and technical support teams across government, manufacturing, education, and commercial environments. Served 21 years in the U.S. Navy and started multiple service desks.

IT Operations Infrastructure Facilities Management Security Telecommunications Call Center Management Technical Support Team Leadership Vendor Management Quality Assurance Classified Systems

Director of Operations

HealthCare Resolution Services, Inc.

Nov 2001 - Apr 2003 (1 year 5 months)

Oversaw operations for Veterans Administration hospital contracts, including healthcare coding, billing, and staffing. Managed a $4.3M contract supporting 12 U.S. Air Force bases and established remote medical coding offices.

Healthcare Operations Medical Coding Medical Billing Contract Management Staffing Healthcare Technology Operations Management Vendor Management

Facility Director

UNISYS

Jan 2000 - Jul 2001 (1 year 6 months)

Built and launched a new call center from site preparation through live operations, including hiring and training. Exceeded SLA metrics and managed a 300+ agent helpdesk environment.